16% growth in online sales for a telco

Executive overview - The next-gen telco

Customer experience today has moved beyond the immediate transaction. It is about the speed at which companies introduce new products, deliver value beyond competitive pricing, offer consistent experiences across channels, and build relationships for the long haul.



A complete end-to-end experience spans across interaction channels such as print, web, mobile, call center etc. and comprises many micro touch points. A total experience is not about just one interaction, but about a sustained and consistent set of interactions that drive a positive customer experience.



Business Problem

• High costs of maintenance & support for multiple sites, technologies, different legacy back-end systems
• Low engagement on online channels - lower sales and more load on contact centre of inquiries
• High latency and service disruptions affecting customer engagement
• Low ROI on marketing and promotions.
• Dependence on IT process for content changes affecting marketing



Solution developed

• AEM sites with centralized content management for all brands & LOBs
• AEM widgets for consistent user experiences across channels
• Multi channel campaigns and simplified User journeys
• Smart FAQs, Smart Product catalogue, Promotions, Offers
• A/B Testing, Multi-variate testing, Cross-sell, Up-sell, 360-degree analytics



Result Achieved

• 16% Increase in use of online channels.
• Increased sales through customer self-service
• Faster acquisitions through Agent-driven sales and Store visits
• Cross-sell and Up-sell
• Reduced spend on Blanket Promotions and offers